Why we built Flexivity
Two things were missing in AI for customer support: tools that work alongside agents instead of replacing them, and tools that make decisions grounded in actual customer data. Flexivity is built around both.
The two-camp problem
The AI-in-support market has split into two camps, and neither one fits how mid-market teams actually adopt AI.
One camp sells autonomous resolution.
Turn the AI on, let it resolve tickets end-to-end, pay a per-resolution fee for every outcome — including the ones your knowledge base or self-service tools would have handled anyway. Trust the AI immediately, or don't use it.
The other camp sells co-pilot.
AI helps your agents work faster: drafts replies, summarizes threads, suggests knowledge articles. Useful, but limited. When your team can automate the routine tickets safely, the co-pilot can't take you there. Mid-market support teams get told they have to pick a camp. In practice, most teams want both — assist on the hard tickets, resolution on the routine ones — and they want to earn their way from one to the other on a timeline they control.
Progressive autonomy —
on your terms
Flexivity operates at seven levels of automation, from labeling tickets in the background to resolving conversations end-to-end. Every ticket starts at Assist, where the AI drafts a reply and your agent decides whether to send it. When you trust the answers on a class of tickets — password resets, order status, refund policies — promote it to Reply or Resolve. Keep sensitive or complex tickets with your team as long as you want. Every step is a setting, not a project.
This is what we mean by progressive autonomy. AI you can trust because you're the one setting the boundary. Automation that earns its place, one class of tickets at a time.The AI-in-support market has split into two camps, and neither one fits how mid-market teams actually adopt AI.
What we believe
Your critical operations and sensitive data, protected and always on. Every AI answer is grounded in your knowledge base, with each claim tied to the article it came from. Every ticket the AI touches is logged. PII is scrubbed before any data reaches the AI, with an optional on-premise agent that keeps raw PII inside your network.
Every product decision serves the support team and their customers. That means no per-agent seat fees that penalize you for automating well. No per-resolution pricing that overcharges when the AI handles what a KB article could. One flat price per conversation, whether the AI drafted, replied, or resolved.
AI decisions rooted in your data, not generic assumptions. Trained on your ticket history and knowledge base from day one, so answers reflect how your team actually solves problems. If the AI doesn't have grounding for an answer, it says so and hands off to your team.
The story behind Flexivity
What pushed Chris to build Flexivity: too many business apps shipping simplistic AI features ungrounded in real customer data, AI capabilities gated behind expensive editions and usage fees, and the poor quality of fully-automated AI in customer support — tools flipped on all at once, designed to replace agents, that end up creating more work and frustrating customers in the process.
Flexivity takes a different path. AI that starts as a co-pilot for your agents, grows into a resolution engine on your terms, and is grounded in your own customer data at every level. Automation that earns its place one class of tickets at a time — not turned on with a switch and hoped for the best.
Who we're built for
Mid-market support teams that want AI without giving up control. Teams running Zendesk or osTicket (with Freshdesk coming) who've been priced out of the enterprise-focused AI products, wary of the per-resolution pricing traps, and looking for something that treats their operation seriously.
Common questions
Is there a free trial?
Yes — a 30-day free trial is available. Trial includes an allowance of 250 free tickets or conversations.
How do I purchase Flexivity?
Even though you install the free Flexivity app from the Zendesk Marketplace, you sign up for service directly with us at flexivity.ai. For osTicket, you'll get the plugin from us as part of your subscription. Paddle handles billing, invoicing, and taxes.
Does Flexivity work with self-hosted osTicket?
Yes. Flexivity is cloud-only — we don't offer on-premise deployments — but we connect to self-hosted osTicket two ways: directly if your instance is internet-reachable, or through agent software that bridges the connection without requiring inbound firewall rules.
How is my data protected?
Your customer data stays yours. We redact personal information before processing, never use your data to train third-party AI models, and encrypt everything in transit and at rest. Full security details are available on request.
What if Flexivity suggests a wrong answer?
Answers are grounded in the content of your knowledge base. For agent assist, Flexivity suggests; agents decide. Agents can edit, replace, or ignore any recommendation.
Have more questions?
Get in touch and we'll respond within one business day.